Idea Factor Blog

Omni-Channel Customer Service for Your Contact Center

Illustration style graphic of omnichannel communication.

The way that companies handle customer service has changed dramatically in recent years. More than a decade ago, there were only two ways to contact a company – by phone or by fax (remember fax machines?). Today, you can take your pick; phone, email, live chat, snail mail and social media.

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The Hang Up

Image of woman hanging up phone.

Are you still wondering if Your Customers would prefer to talk to a Human, or if you should move to an Auto Attendant? It depends on your GOALS.

If you are trying to drive your Customer AWAY from your Brand, then I say: Go ahead.

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